Telephonic communications – Special services – Locating using diverse technology
Reexamination Certificate
1998-06-01
2001-09-18
Hong, Harry S. (Department: 2642)
Telephonic communications
Special services
Locating using diverse technology
C379S242000, C379S265080
Reexamination Certificate
active
06292550
ABSTRACT:
TECHNICAL FIELD
This invention relates to call processing.
BACKGROUND OF THE INVENTION
Call vectoring is a feature that provides telephone switching system users with a highly-flexible approach to managing incoming call traffic. By using a series (called a vector) of user-defined commands (called vector commands), internal and network calls can be directed or routed as desired, thereby determining how these calls are processed. Call vectoring is flexible in that it permits unique treatment for each call according to a number of factors. Call vectoring is illustratively described in
DEFINITY® Communications System Generic
3
Call Vectoring/Expert Agent Selection (EAS) Guide,
AT&T Pub. No. 555-230-520, Issue 3, Nov. 1993.
The existing call vectoring capability is very powerful. However, all vectors must be defined ahead of time (pre-administered), and there is a limit on the number of vectors that can be administered. Moreover, these vectors are static: they cannot be changed or customized on a call-by-call basis. But more and more users, especially in complex call centers, want to do more and more exotic things with their vectors, and want to make real-time decisions on how to route calls.
The Lucent Technologies DEFINITY communications switching system has a vector command called “adjunct routing”. This command is also described in the document identified above, in Chapter 7. This command allows the switching system to request a call route from a third-party application, e.g., an adjunct processor, and route the call according to the received call route. However, this command is limited in that it allows only a single call route, and not a vector, to be obtained by the switching system. Hence, this command does not provide sufficient functionality and flexibility to satisfy customer demands.
SUMMARY OF THE INVENTION
This invention is directed to solving these and other problems and disadvantages of the prior art. Exemplarily according to the invention, a switching system is able to obtain a call-processing vector comprising a plurality of vector commands from an external source, e.g., an adjunct processor, and preferably is able to obtain call-processing vectors on a call-by-call basis. This allows a third-party application or another source external to the switching system to dynamically reprogram call-processing vectors and to associate different vectors with different calls. Hence, call processing can be customized on a real-time and call-by-call basis. This solution requires minimal changes to switching systems and their vectoring engines, but gives customers the great deal of flexibility that they have sought in handling calls.
Generally according to the invention, a telecommunications switching system processes a call by first requesting a call-processing vector from a source that is external to the switching system (e.g., an expert system implemented on an adjunct processor), and in response to receipt of the call-processing vector processes the call by executing the received call-processing vector. A call-processing vector is a program that has a plurality of instructions (vector commands), executable by the switching system. Illustratively, the request takes the form of a notification of the call and its identity to the external source. Preferably, the switching system may request a plurality of call-processing vectors for the same call, and may request a different call-processing vector on a call-by-call basis. Typically, the switching system makes the request for a call-processing vector in response to having received a call for processing. A request for another vector for the same call is triggered by execution of a particular command (e.g., a “wait” command) in the vector that is presently being executed.
According to an illustrative embodiment of the invention, a telecommunications switching system processes a call in the following manner. In response to receiving for processing a call associated with an individual vector directory number (VDN), the switching system processes the call by executing a first call-processing vector possessed by the switching system and corresponding to the individual VDN, as is conventional. But, as a part of executing the first call-processing vector, the switching system requests—illustratively in response to encountering a particular vector command in the first vector—a second call-processing vector from a source external to the switching system. When it receives the second call-processing vector, which comprises a plurality of vector commands, from the external source, the switching system continues processing of the call by executing the second call-processing vector instead of continuing execution of the first call-processing vector. In a similar manner to how it obtained the second vector, the switching system may obtain additional vectors for processing the subject call. In response to the request and before providing the second vector, the external source may request from the switching system information relating to the call, and the switching system fulfills that request.
The invention includes both a method of call processing as well as a call-processing switching apparatus and a computer readable medium that contains software which, when executed in a switching system, causes the switching system to perform the call-processing method. The apparatus preferably includes an effector—any entity that effects the corresponding step, unlike a means—for each method step.
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Hassler, K.W. et al:Revolutionizing Definity Call Centers In The 1990s, AT&T Technical Journal, US, American Telephone and Telegraph Co., New York, vol. 74, No. 4, Jul. 1, 1995.
DEFINITYRCommunications System Generic 3; Call Vectoring/Expert Agent Selection(EAS)Guide, 555-230-520, Issue 3, Nov. 1993, and Issue 2, Jul. 1993, 1-1-3-15 and 4-1-4-23 and 7-1-7-9.
AT&T DEFINITY Communications System Generic 3—Call Vectoring EAS Guide 555-230-520 Issue 3, Nov. 1993 pp. 3-9 to 3-12.
Avaya Technology Corp.
Hong Harry S.
Volejnicek David
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